Incident Discovery Time: 12:20 pm on 08/14/2011
Time of Resolution: 4:30 pm on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now was not available for a short duration this morning. After the initial resolution, Service-Now experienced intermittent periods of slowness until the final resolution at 4:30 pm this afternoon.

Incident Description and Resolution

IS&T worked with the vendor to discover the root cause and resolve the issue.

Previous Update

Service-Now continues to experience intermittent periods of slowness. The vendor is actively troubleshooting.

IS&T along with the vendor will continue to monitor the issue and investigate to get to the root cause.

Next Update: 4:30 pm

Previous Update

Service-Now is experiencing intermittent periods of slowness. The vendor is actively troubleshooting.

IS&T along with the vendor will continue to monitor the issue and investigate to get to the root cause.

Next Update: 3:30 pm

Previous Update

Service-Now is experiencing period slowness. This has been escalated to the vendor who is actively troubleshooting.

IS&T along with the vendor will continue to monitor the issue and investigate to get to the root cause.

Next Update: 2:30 pm

Previous Update

Incident Discovery Time: 12:15am on 08/14/2011
Time of Resolution: 12:20am on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now went down briefly (approximately 5 minutes) after the initial incident was resolved.

Incident Description and Resolution

The service was restored after a brief 5 minute outage. IS&T along with the vendor will continue to monitor the issue and investigate to get to the root cause.

Previous Update

Incident Discovery Time: 10:10am on 08/14/2011
Time of Resolution: 11:00am on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now was not available for a short duration this morning.

Incident Description and Resolution

The vendor (Service-Now) has restarted the service. There was a memory issue which was resolved after the service was restarted. IS&T along with the vendor will continue to monitor the issue and investigate to get to the root cause.

Previous Update

Incident Discovery Time: 10:10am on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now was not available. Ticketing system was appearing after a long wait, but no tickets were accessible.

Current Status

Service Now is back online. Service appears to slow down sometimes. Service Now is continuing to work on the issue to ensure that service has been fully restored.

Next Update: 12:10am

Previous Update

Incident Discovery Time: 10:10am on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now was not available. Ticketing system was appearing after a long wait, but no tickets were accessible.

Current Status

Service Now is back online. Service appears to slow down sometimes. Service Now is continuing to work on the issue to ensure that service has been fully restored.

Next Update: 11:10am

Previous Update

Incident Discovery Time: 10:10am on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now is not available. Ticketing system may appear after a long wait, but no tickets are accessible.

Current Status

Service Now continues to be inaccessible. The Service Now service provider is aware of the issue and is working on it. At this point the outage appears to be limited to just Service Now.

Next Update: 11:10am

Previous Update

Incident Discovery Time: 10:10am on 08/14/2011

Services Impacted: Other – see description

Description of Impact

Access to Service-Now is not available. Ticketing system may appear after a long wait, but no tickets are accessible.

Current Status

IS&T teams have not yet identified the cause of the incident, but are investigating.

Next Update: 11:10am